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Wednesday, 22 October 2008

Oftel: more complaints from 3 subscribers

The UK telecom watchdog Oftel received on average more complaints from 3's customers than any other mobile operators. The figures published by Oftel shows Virgin Mobile to be the best network with less than 0.1 complaint per thousand subscribers between April 1 and the end of September.

Vodafone was second with 0.1 complaints per thousand customers. Orange lost the best network title and is tied with T-Mobile and O2 with 0.2 complaints for every 1000 customers.

3 launched UK's first 3G network in March of this year but has been hampered by limited network coverage and drop calls. Oftel received 552 complaints about 3's service but were unable to obtain customer base information from 3 to make comparison with other carriers. The operator had about 155,000 subscribers by the end of August and it is estimated about 186,000 by end of September. In this case there would be 2.97 complaint for every 1000 customers.

The top three complaints received by Oftel included companies ignoring customer's complaint (6%), issues regarding operators' tariff and options package (6%) and problems with handsets (5%). Consumer complaining about the battery running down quickly and hands-free kits not working with the phone were examples given by Oftel regarding problems with handsets. These are also the problems faced by 3's subscribers.

WCDMA handsets, used by 3, tend to have shorter battery life and are bigger in size than current 2G mobiles. Japanese operator NTT DoCoMo faced similar difficulties when they launched their 3G services over two years ago. Short battery life in handsets and limited coverage has left the carrier lagging behind its rival KDDI.

18 comments:

Anonymous
said...

Hi I am a pay as go customer , i have seen a package on line which i think will suite .And i get to the 3 shop, the shop assistance advice me to have this better then to be a pay as you go.And explained all benefits and now i find all my credit is gone , when i contact the customer service they couldn`t tell me what happen to my credit, and he say i guess you use voice mail and i say my voice mail retrieval is free according the package, and he customer service tell me price goes up and voice mail are chargeable, and say since when and shouldn’t you inform me if some thing has to change and he say you are pay as go and i am not deal with i only deal with contract and hang on the conversation.What would i do , i spent lot of money good handset and new which not compatible other net work.

This refers to 3 mobile broadband. The service is abysmal in my area, despite being 200 metres from the mast and having direct and clear line of sight to it. All of the commonly experienced problems with 3 - poor speeds, connection tampering/throttling as a result of knowingly and irresponsibly overselling to too many customers, dreadful customer services/support, mis-selling issues, billing issues, lack of communications within 3, false promises and lies were being documented back in 2008 and still exist today. Why will this neanderthal network not improve? Why are they not being forced to improve?

I started a new contract with 3 on 31 January, gave the Indian call centre my PAC number on Thursday 3 February, today 10th February, am told it will be actioned on Monday 14th February all due to fact I had call failure during my conversation with their operator, she made a note she called me back, which is a lie, so I have been on phone to them for hours this week, to get out of my contract, they dont care, I registered a complaint on line yesterday and today I emailed their CE but I dont expect anything to be done, nobody has had the decency to even call me, dont ever buy from 3, their customer service is a joke!

What atrocious customer service. Had coverage issues since January but because we have been dealing with our local Three shop and not directly with central customer services (partly because we couldn't ring using the mobile phone because of the coverage problem) 3 are claiming we did not report the issue within 15 days. All the responses we have received are scripted and do not relate to the information you give them. Have referred our complaint to the ombudsman to see whether they can actually get to speak to someone who understands the issues.

I have been trying to top up my broadband account since 04.06.2011. After several failed attempts, I contacted my online banking today. I was provided with a temporary password to allow my payment to be processed. However, this was not successful and I was provided with a contact number for 3. After contacting 3 customer services, my account was credited with a goodwill payment of 2.99. The internet access took about 10 minutes to be granted. After gaining access to the internet I was able to check my online banking. Where I noticed several internet payments totalling £93.00 have been deducted from my account. These transactions are dated between 04.06.2011 and 06.06.2011. Both 3 and my bank assured me that none of the payments would be deducted from my bank balance. As I was unable to contact 3 tonight, I have been in contact with the (internet) fraud department at my bank who has assured me that the retailer is able to accept payment online out with the security provided by my bank. So I assume the multiply transaction error lies with 3. I request that you refund the full £93.00 deducted from my account as I have been advised by your customer service department "no internet payment has been received". In between your department informing me that they have not received a top-up payment and the transactions being processed I have since purchased a £15.00 voucher, which I have not yet allocated to my broadband account. If I need to I can allocate this to a mobile phone account, but I will not be fully satisfied with this solution. I have copied this statement to a word file for my future use

I have been trying to top up my broadband account since 04.06.2011. After several failed attempts, I contacted my online banking today. I was provided with a temporary password to allow my payment to be processed. However, this was not successful and I was provided with a contact number for 3. After contacting 3 customer services, my account was credited with a goodwill payment of 2.99. The internet access took about 10 minutes to be granted. After gaining access to the internet I was able to check my online banking. Where I noticed several internet payments totalling £93.00 have been deducted from my account. These transactions are dated between 04.06.2011 and 06.06.2011. Both 3 and my bank assured me that none of the payments would be deducted from my bank balance. As I was unable to contact 3 tonight, I have been in contact with the (internet) fraud department at my bank who has assured me that the retailer is able to accept payment online out with the security provided by my bank. So I assume the multiply transaction error lies with 3. I request that you refund the full £93.00 deducted from my account as I have been advised by your customer service department "no internet payment has been received". In between your department informing me that they have not received a top-up payment and the transactions being processed I have since purchased a £15.00 voucher, which I have not yet allocated to my broadband account. If I need to I can allocate this to a mobile phone account, but I will not be fully satisfied with this solution. I have copied this statement to a word file for my future use

I havetrie cancelling my 3 contract 4 times by phone, the first time it was too early, the second time I was told a note would be put on the system to cancel the contract when it needed to be. 3rd time called to make sure it had been cancelled and surprise surprise my call was not logged the 2nd time so cancelled it again, called 4th time to ensure it was definately cancelled and the 3rd call hadnt been logged!! called again after receiving another bill and they said they cannot do anything as I did not give enough notice when I called twice but it was not logged! I have been told a manager would contact me but ive had nothing back! 3 are a joke! dont ever bother wasting your time with them!

3 Are the worst company I have had to deal with. Mobile stopped working rang 3 told to take to a 3 store where the phone would be repaired within 2 - 3 working days, when I got there I needed proof of purchase the phone was bought online so i had to wait for 3 to email me proof should have taken 24 hours took them 3 days on returning to the shop was told min of 2 weeks foe repair asked for a temporary handset there was none have complained online by phone and sent a letter to the CEO still no reply the company are a joke would never use them again

i have a htc wildfire phone with 3 and have experienced problems with it since 26th june 2011. i have only had this contract 8 month and the phone has been broke for 6 month and this is the second time its been put in for repair, 3 are now sayin it has water damage when its never been near water and that they carnt fix it. my phone is still with 3 and they are tryin to charge me £19.99 for investigation charges on top of my monthly bill. i think this is disgusting since its been going on for 6 months and 3 have given me different excuses to why my phone isnt working properly. first they said its the mass in my area faulty,then they said the phone was faulty and was sent in for repair got my phone back then within 2 weeks the phone started freezing again , so it was sent for repair again and its still there now,they carnt fix it which is why i think they have made up another excuse that it has water damage when iv never had any were near water or in the rain.the customer sevice is appalling i have been phoning them nearly every week since june,i have been laughed at down the phone when i tried to find out what was happening and they always put you on hold or say they will phone you back and they never do.i have now complained to head office but dont think that will help either, i think the whole company is disgustingand i have been with 3 for a few year and never been treated like this till now .

the nokia n8 broke on 3/1/12 and reported the same day. Visit to the 3 store and will not repair the phone and no loan phone, even though the call centre said they will arrange this .many e mails and a daily call to customer services as got me nowhere.Technical support say i will get a bag on 11/1/12 to return the phone and then it will take 5 days .Because i have a brain i have cancelled the direct debit to stop these thieves getting any money until the problem has been resolved .Shall i take a guess that this will take another week at least .NEVER IN MY 40 YEARS HAVE I ENCOUNTERED SUCH POOR SERVICE AND IGNORANCE FROM STAFF. WILL LEAVE FOR ANOTHER NETWORK ASAP

I recently contacted Three direct and decided to migrate my number from O2 to Three on their 'The One Plan SIM Only' tariff. Once this process had been completed, I asked them to ensure that my phone was activated for International Roaming. Imagine then, my shock when I was told that because I had a SIM Only tariff and had not purchased a phone from them, that I would have to wait 60 days. I told them this was completely unacceptable and asked them why, offering to pay a deposit if necessary, they said this was not possible and it was a companywide "policy decision". I then asked why I was not told this before I agreed to move to Three, given this was a significant and material deviation from what could be reasonably accepted. I told them it was akin to selling me a car and then informing me that I couldn't put fuel in it for 60 days.

The service agent said all he could do was "apologise", saying that it was a policy decision and there could be no deviation. Then to rub salt in the wound, he said if I wanted to leave I would have to give 30 days notice and by then "you will be close to the 60 day period".

This was subsequently escalated to a "senior manager", but she was equally belligerent, saying that the policy decision was made because of an increased risk of fraud on international roaming and it was applied universally and had nothing to do with credit ratings. I said I was willing to pay a deposit if necessary, she refused. I asked her why I was not informed about something so fundamental at the time of my initial enquiry, she said she apologised. I asked her why this material condition was not included on their website or within their terms and conditions, she refused to respond. I asked her how she could claim that someone that opted to go for a 'Sim Only' deal was a bigger risk that someone that both a new iPhone from Three, she declined to answer.

I can fully accept that Three need to protect themselves from the risks associated with international roaming, because of the time it takes to receive call data from other operators. But the risks associated with this fraud are minute in the extreme and to have a blanket policy for everyone, without any option of paying a deposit etc., is completely unacceptable and in my view, a clear indication of their utter contempt for customer service. As for applying "policy decision" in such an arbitrary way, without informing the customer in advance, making it clear or including it within their terms and conditions, this is outrageous. My advice to all Three customers that experience such contempt is to vote with your feet, unless, or until the shareholders feel the pain in their pockets, little will change. As for the senior manager who made this "policy decision", I suggest he or she spends a little more time in the real world, before their decisions result in extended leave.

I have been with Three since 2003 and in October 2010 I was upgraded to the One Plan. However, they offered me a HTC Wildfire, which constantly froze and went into repair three times. The latter time was the last straw. I sent it in for repair in August 2011 and they managed to loose it on their repair line.

I complained on numerous ocassions and it fell on deaf ears. I finally complained to the Executive Office, who gave me a Samsung Galaxy W in December, by which time I was totally fed up and had complained to the Ombudsman. In February, the Ombudsman made a final decision in my favour and awarded me a new phone, a letter of apology and £40 compensation.

Three relucantly agreed to this and on the same day as confirming that they would not challenge the decision, they wrote to me saying they were terminating my account ang gave me 30 days notice. I complained to the Ombudsman but he said he was powerless to do anything. Three have now terminated my account.

So watch out, if you are successful in securing a victory against Three, they will terminate your account

The matter has got even worse! Due to the problems which I had with Three, they had given me some credit on my account. Furthermore, the £40 compensation awarded by the Ombudsman was also credited to my account. At the time my account was terminated, i told three that I wanted the credit sent to my bank account. They agreed and said the payment team would be arranging this. Three weeks later, I am now told that they will not be giving me the money as it was a credit from Three and not paid directly from my bank account. This also includes the £40 compensation awarded by the regulator! Surely this can not right. I am writing to the parent company and the press today.

STAY WELL AWAY FROM THREE MOBILE! THEY ARE A BUNCH OF SCAMMERS. SINCE I HAVE TAKEN BROADBAND FROM THEM, IT IS GETTING WORSE AND WORSE EVERY WEEK. I CANNOT EVEN CHECK MY MAIL WITHOUT DELAY. I WILL BE BACK WITH VIRGIN AS SOON AS POSSIBLE!

I was a 3 customer until recently. I was witht hem for 13 of 18 month contract. In 13 months I had to return a total of 7 handsets due to faults with them. There customer services is terrible and does not help witht hem being in a call centre in India as 99% of the time there is a language barrier and never hardly any manners. I have complained so many times and so glad to be rid of them. I'm awaiting my final bill but receiving calls from them asking for me to pay before I receive the bill. I have 2 outstanding complaints with them. When I told them I was ending my contract and that I had gone with another service provider they wanted me to stay and asked what handset I had and how much I was paying. I explained and they offered me the same handset, more money than currently paying and for less free minutes, texts and internet?????? I pay £35 per month and they wanted £42 per month if I stayed???????????? My advice to anyone thinking of going on to 3 is AVOID. A few of my friends have just left 3 as well due to poor service.

I purchased a second hand iphone 4 which is open to Network 3. I would like to open the iphone to all networks, as my wife needs it to travel to another country and use a different sim card there. I contact network 3 and asked them to unlock my iphone and they requested a proof of purchase. I e-mail a proof of purchase to proofs@3mail.com. I received not confirmation or reply. I contacted network 3 and they told the proof of purchase is not accepted as it is in a written format. I e-mail another copy of the digital format (the format requested was Word document). I called again to find out they were unable to open the document because it has an extension .docx (Microsoft Word 2010 format). I e-mail a jpeg photo of the proof of purchase receipt and also said they could not open it. I now e-mailed them another document. It seems I going in circles and going nowhere.

I forwarded the case to the complaint office and the advisor asked to call from the 3 network and I did that and still refuse to unlock my iphone. Then the advisor asked me to call from the shop where I bought the iphone and still refuse to unlock my iphone. Then another advisor asked me to contact Apple and I did. Apple sent me and proof of cover e-mail with details about the iphone and that the iphone is ok and can be insured to myself. 3 Network still refusing to unlock my iphone. 3 Network demanding the orignal receipt, and I wonder why and giving them all the proofs and that the iphone is not stolen or blocked. I

If 3 netork would require the original proof of purchase, they have an obligation to contact the orignal customer who is on their records and get the permission.

It seems to my that I have been messed about with poor customer service and poor support which each advisor telling me different story. These are few of your coustomer support lines:

Get your iphone unlocked for £5 from the webGo to 3 network and call us from thereGo to the shop and call us from thereWe do not accept proof of purchase because it is handwrittenwe could not open the digital proof of purchase because we don't have Word 2010We do not accept the digital proof of purchase because it does not have Apple logoGet us a letter from AppleWe do not accept the letter from appleWe need to get the orignal proof of purchaseand it goes on

My husband and I both got phones for each other from 3 in 2010 but wanted to cancel the contracts at the end of the 24 month contract period. It has been so difficult to do so as we struggled to get through to them. When I complained on line I got no reponse despite the website stating there would be a reply within 5 working days, and having now sent 2 letters and 2 further on line complaints, I still have not a reply from them and have now had a debt collection agency chasing payment which I do not believe we owe. 3 are a joke and their customer service is a disgrace as a company! Dont ever have dealings with them!

3g customer service is robotic and diabolical their call centre does not understNd ghe issues and are i credibly condescending. The network coverage in my are is unreliable and problems have been ongoi g for the past six to eight months. They giv false information about works on the network and protract the whole process. I have said i want to cancel my contact as i am paying them but getting no service i was told she could not help me witb the issue and i could write to glasgow customer services but there is no named lerson in charge so if is like a black hole. 3g are a joke and they give false advertisements abouf their service. Please please do not do business with 3g they are unprofessional and not up to the job.

Disclaimer: Please note that we have not affiliation with the Three Mobile network, Hutchison 3G or any of their subsidiaries. This site has not been created to attack the network but to provide a consumer site to assist in resolving issues for Three customers. We welcome any feedback and comments from Three themselves.

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Welcome to the Unofficial site for Three complaints; a mini guide outlining the Three Complaints Procedures and general mobile phone complaints.

I hope this helps and please remember it is essential you follow these steps as the Communications Ombudsman Otelo cannot help you until you have completed these steps and allowed 12 weeks for the company to try and resolve your matter.